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A journey is a job your agent can handle on a call: taking a message, booking an appointment, answering questions, or putting the caller through to a person. Steps are the stages inside a journey — collect the caller’s name, then their order, then send the confirmation. The Journeys tab shows all of this as one diagram, Your agent’s journeys, with each step as a card you can move, link and edit.

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How your agent follows the diagram

Every agent has a default step called General conversation — the catch-all where the call starts and where your agent comes back when nothing more specific is going on. When a caller says what they want, the matching journey begins: a journey’s first step carries a plain-English condition that tells your agent when to start it (“The caller wants to place a bread order”), and steps that follow another step start automatically once the one before them is done. When a journey finishes, your agent either returns to the general conversation or ends the call politely — the small caps at the bottom of each journey show which. The build chat creates journeys for you from a description; this canvas is where you see exactly what it built and fine-tune it by hand.

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Working the canvas

  • Add step creates a new step and opens it in the settings panel, ready to name.
  • Click + under a step to add the one that follows it.
  • Drag a step onto another to move it underneath.
  • Drag from a dot on one step to another to link them.
  • Select a step and press Delete to remove it — any steps that followed it are unlinked, not deleted. The General conversation step can’t be removed.
  • Tidy up rearranges everything into a neat layout after you’ve been dragging things around. The controls in the bottom corner zoom and fit the diagram.
Steps can branch — two steps can follow the same one, each with its own condition — but they can never loop back into each other.

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Step settings

Pick any step and the Step settings panel opens beside the canvas:
  • Name — what this step is for, in a few words.
  • When does this step start? — shown for steps that begin a journey: the plain-English cue your agent listens for. Steps that follow another step don’t need one.
  • Instructions — what your agent should do during the step. The step completes once its instructions are done and every detail marked “must be collected” has been captured — and your agent never re-asks for anything it already has.
  • If something your agent must do fails — carry on with the call, or end the call politely. For example, if your agent can’t send a booking to your calendar.
  • Information to collect — the details your agent gathers in this step. Each one has a name, an optional note on how to ask for it (“a UK postcode”), and a Must be collected tick if the step shouldn’t complete without it.
  • Actions — things your agent actually does in this step: sending an email, creating a booking, transferring the call. Actions that work through your connected apps can be added before the app is connected and wired up later.
  • Remove step — takes the step out of the journey.
Like everything in the editor, canvas changes save to your draft — try them from the Test tab, then publish when a real call should follow the new journey.